Customer Success Manager

2 weeks ago


Wiltshire, United Kingdom IMSM Full time

Customer Success Manager Role

At IMSM, we are seeking a highly motivated and results-driven Customer Success Manager to join our dynamic team. In this key role, you will be responsible for driving long-term growth and ensuring the highest levels of customer satisfaction.

Responsibilities:

  • Solve Quality Issues: You will work alongside our operations teams to identify and resolve quality issues, implementing systems to prevent their recurrence.
  • Partner with New Customers: You will collaborate with new customers during onboarding, ensuring a smooth transition and successful implementation of our SaaS solution.
  • Act as a Trusted Advisor: You will proactively identify customer needs, challenges, and opportunities for growth, providing expert guidance and support.
  • Develop Training Programs: You will design and deliver training programs to empower customers to get the most out of our platform.
  • Monitor Customer Health: You will regularly monitor customer health, identifying potential churn risks and implementing proactive retention strategies.
  • Collaborate with the Consultancy Team: You will work closely with our consultancy team to ensure seamless integration of our services and maximize customer value.
  • Gather Customer Feedback: You will collect customer feedback and usage data to identify areas for product improvement and upsell opportunities.
  • Track and Report on Key Metrics: You will track and report on key customer success metrics, including retention rate and customer lifetime value.

Qualifications:

  • Minimum 3 years of experience in a Customer Success role in a B2B SaaS environment.
  • Proven track record of exceeding customer retention and satisfaction targets.
  • Strong understanding of the customer lifecycle.
  • Excellent communication, interpersonal, and presentation skills, with a focus on effective virtual communication.
  • Experience with SaaS onboarding and virtual training methodologies.
  • Strong analytical and problem-solving skills.

About IMSM:

IMSM is a leading ISO specialist, delivering high-quality consultancy and certification services to organizations worldwide. We help businesses ensure the quality, safety, and efficiency of their products, services, and systems.



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